The Customer Experience Bus - Fun On the Road To Customer Loyalty & Referrals

The Art of Building Enduring Relationships!

In this episode of the Customer Experience Bus podcast, Joseph Michelli welcomes Dana Klein, the CEO and founder of Klein Strategies, to explore how brands can build lasting relationships with customers through empathetic engagement and elevated service. Dana shares valuable insights into designing seamless customer journeys, tackling service breakdowns with grace, and fostering loyalty by elevating the post-transaction experience. Listeners will gain practical strategies for empowering teams, leveraging data for personalized service, and ensuring every customer touchpoint reflects genuine care. Whether you're looking to refine your service recovery process, enhance team training, or deepen customer trust, Dana’s real-world examples and actionable advice will guide you. If you're committed to driving customer retention, referrals, and satisfaction, this episode is a must-listen. Tune in to learn how strategic and authentic service can turn everyday transactions into lasting relationships. Hop on the bus and discover the tools to craft unforgettable customer experiences!

To learn more from Dana:

Visit His Website: www.klein-strategies.com

Contact Him via Email: dana@klein-strategies.com

Connect on LinkedIn: https://www.linkedin.com/in/dana-klein57/

 

Refunds, Repurchases and Returning Customers!

In this episode of the Customer Experience Bus, Dr. Joseph Michelli sits down with Lindsay Igoe (Head of Experience and Brand Strategy at Reshop) to explore a critical yet often overlooked aspect of online shopping—handling returns and optimizing the post-transaction experience. While businesses focus heavily on attracting and converting customers, many fail to ensure a seamless and positive return process.

But here’s the truth: how you handle returns can build long-term customer loyalty or drive shoppers straight to competitors.

Lindsay shares key insights on transforming returns from a friction-filled necessity into a powerful brand differentiator. Listeners will gain practical strategies on streamlining return policies, reducing friction in post-purchase interactions, and using the returns process as an opportunity to strengthen customer relationships. If you want to turn a necessary business function into a competitive advantage and a driver of repeat business, this episode is a must-listen.

Subscribe to Customer Experience Bus for more insights, and visit josephmichelli.com to stay connected with Dr. Michelli.

To contact Lindsay or learn more about Reshop:

https://www.linkedin.com/in/lindsay-igoe-0257419a/

https://www.linkedin.com/company/reshop-global/

https://www.reshop.com/

 

Destination: Writing Your Own Story with GUEST Lior Arussy

In this episode of the Customer Experience Bus, Dr. Joseph Michelli is joined by Lior Arussy, a distinguished author and consultant renowned for his expertise in customer experience and transformational change across numerous organizations. They discuss Arussy's new book, Author: Write Your Story, Lead Your Life, which is praised for its powerful approach to using personal narrative to drive significant change and self-discovery.

Arussy discusses the central theme of the book—how individuals often remain trapped in outdated narratives that hinder personal and professional growth. He explains that by reassessing these internal stories and rewriting them, one can unlock a future of resilience and empowerment. This shift from a factual to a narrative focus is crucial for truly motivating and mobilizing individuals and organizations alike.

The conversation covers practical strategies for overcoming common psychological barriers like imposter syndrome and the gratitude denial syndrome, emphasizing the importance of recognizing and internalizing positive feedback to foster self-confidence and capability. Arussy shares personal anecdotes and professional experiences that illustrate the transformative power of embracing one's narrative and actively authoring one's life story.

By the end of the episode, listeners are equipped with insights into how they can apply these principles to foster resilience, embrace change, and lead more effectively by understanding and reshaping their own stories.

Listeners can obtain more transformative insights by exploring Arussy's book, available for deeper understanding and practical applications in both personal and professional contexts.  You can also contact Lior at liorarussy.com.

Also, please subscribe to the Customer Experience Bus where ever you get your podcasts or watch the episode and subscribe to Joseph's YouTube channel - Customer Loyalty and Referrals. 

Destination: The Nordstrom Way to Customer Loyalty, Innovation, and Sustained Success with GUEST Robert Spector

In this newly restarted monthly episode of the Customer Experience Bus Podcast, host Joseph Michelli welcomes Robert Spector, a respected authority on customer experience and the heralded author of "The Century-Old Startup: The Nordstrom Way of Embracing Change, Challenges, and a Culture of Customer Service." Together, they delve into the enduring legacy of Nordstrom, exploring how this iconic brand has maintained its entrepreneurial spirit through flexibility, agility, and a steadfast commitment to customer service. Join Joseph and Robert as they discuss the key elements that keep Nordstrom at the forefront of the retail industry, ensuring it remains a dynamic and innovative presence in the marketplace. Don't miss this insightful conversation that sheds light on the importance of nurturing a culture that embraces change and prioritizes the customer experience.

Please remember to subscribe to this podcast or to Joseph's YouTube channel so you can watch these insightful guests.  Also please share this episode to spread wisdom on achieving lasting success in customer service and engagement.

Destination: Heroic Success

John B. Hanson jumped on the CX bus for a journey to Heroic success - which may not be where you think it is. Listen in and play along for thought-provoking content and your chance to win prizes!

Destination Punk XL (Xperience Leadership)

My navigator Adrian Swinscoe says there's a huge difference between "Customer Experience" and "A Customer's Experience."  Hop on the bus and listen to his explanation...

Destination: Customer Feedback Surveys that Don‘t Suck

James Dodkins says most customer surveys are boring, impersonal, unrealistic, and lack relevance.  Hop on the CX bus to learn more and don't miss your chance to win in this month's trivia.  

Season 2 Launch - Joseph driving solo

Joseph announces the "rebrand" and "relaunch" of his Livestream series and how it will be shared as Season 2 of Are We There Yet?  Season 1 extracted interviews Joseph did in late 2020 and early 2021 and placed them in the "Are we there Yet" podcast series.  In this episode, Joseph outlines the format for the podcast and asks three trivia questions/riddles.  The first person to correctly answer each question at joseph@josephmichelli.com will receive a signed copy of one of Joseph's books.  Thanks for hopping on the CX bus.

Destination: Repeat Business with Shep Hyken

This week’s guest is Shep Hyken. Shep is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession.

Shep works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home and The Convenience Revolution. He is also the creator of The Customer Focus™, a customer service training program that helps clients develop a customer service culture and loyalty mindset. (Now available as an online/web-based training program!)

In 1983 Shep founded Shepard Presentations and since then has worked with hundreds of clients ranging from Fortune 100 size organizations to companies with less than 50 employees. Some of his clients include American Airlines, AAA, Anheuser-Busch, AT&T, AETNA, Abbott Laboratories, American Express – and that’s just a few of the A’s!

For more, visit https://hyken.com.

Originally streamed live on Thursday, July 29, 2021.

Destination: Service Leadership with Christine McHugh

This week’s guest is Christine McHugh, who brings her executive leadership experience to consult and coach on strategic planning, operations, culture and talent development within customer-centered service industries.

Christine works with clients and companies at a pivotal moment—when they're ready for help and perspective from an experienced executive. Successful clients see this partnership and the business growth as a learning opportunity. Leaders and teams are set-up to succeed long-term. She has a book, "From Barista to Boardroom," which is part autobiography and part business memoir available at booksellers now. For more visit, https://www.christinemchughconsulting.com.